Onsite IT Support

About the role

This role involves providing on-site IT support to branch operations, responding to IT support tickets, troubleshooting hardware, software, network, and peripheral issues, and executing system updates and deployments for branches with limited or no network connectivity. The position includes preventive maintenance, asset management, end-user assistance, and support for CCTV and basic electrical connectivity when required.

Key responsibilities

• Respond to branch on-site IT support tickets via the ITSM Ticketing Tool, SMS, or email, and communicate with branch personnel for initial triage and clarification
• Diagnose and resolve common hardware, software, network, and peripheral issues affecting branch operations
• Apply routine corrective actions such as reboots, cable checks, configuration adjustments, or software reinstalls
• Replace consumables such as printer parts or UPS batteries when required
• Identify issues beyond assigned resolution capability and escalate complex, recurring, or critical issues to Senior Branch IT Support or the IT Support Unit Supervisor
• Perform on-site system updates, application releases, and configuration deployments for branches with intermittent, limited, or no network connectivity
• Validate system functionality and operational stability after deployment before confirming completion
• Conduct scheduled preventive maintenance and monthly health checks using approved checklists
• Ensure all deployed IT equipment is properly tagged following asset management procedures and report missing, damaged, or unaccounted assets
• Adhere to IT policies, escalation procedures, operational guidelines, and safety standards at all times

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience
• At least 1-2 years of experience in on-site IT support, desktop support, or technical support
• Strong knowledge of Windows 10/11 administration
• Experience supporting Microsoft 365 and Office applications
• Familiarity with Active Directory and user account administration
• Experience troubleshooting desktops, laptops, printers, and network devices
• Knowledge of TCP/IP, DNS, DHCP, VPN, and basic networking concepts
• Experience using ticketing systems such as ServiceNow, Jira Service Management, or Freshservice
• Strong troubleshooting and analytical skills
• Excellent communication and customer service skills